Benefits & Network Supervisor

The Benefits & Network Supervisor reports to the Pharmacy Benefit & Network Design Manager and provides oversight to the Client Services team performing benefit administration and the day-to-day client management functions. They effectively monitor and ensure productivity and performance standards are met and processes and procedures are adequately followed. This role includes servicing, planning and directing workflow and project assignments. They work with Staff Manager and leadership to recognize and recommend operational improvements as well as develop policies, procedures and the strategic plan for the team. Provides assistance in hiring, training and staff evaluations. Additionally, responsible for the teams’ adherence to corporate attendance and employment policies.    

ESSENTIAL ROLES AND RESPONSIBILITIES

1. Proficient understanding of all job duties and responsibilities of all Client Service staff.
2. Provides supervision to the Client Services team performing benefit administration and day-to-day client management functions. 
3. Promotes a working team environment and ensures best practices are shared.
4. Works to develop associate’s skills, evaluates performance, provides feedback and works with Client Service Manager on associate evaluations.
5. Oversees and works with Client Service Manager on resolution of employee relations issues and performance standards, productivity and service standards.
6. Works with Client Service Manager to conducts hiring, training, and evaluation of staff.
7. Provides on-going coaching to Client Services staff concerning quality, reliability, accountability and productivity.
8. Work with Staff Manager, leadership and other internal business partners to implement strategic business work plan goals.
9. Ensure service levels and performance guarantees are met.
10. Tracks and periodically reports progress to management.
11. Assists in developing and carrying out operational improvements, policies, procedures and the strategic plan for the team. 
12. Works effectively with the team and the organization to enhance the level of internal and external customer service provided.
13. Serve as a point of escalation for calls requiring a higher degree of expertise or discretion to resolve client issues and ensure timely resolution.
14. Complete department, corporate or special projects as assigned.
15. Build trusted relationships with our clients, vendors and internal business partners by providing superior customer service.
16. Utilizes strong verbal and written communication, listening and organizational skills as well as strong problem-solving and reasoning skills.
17. Demonstrates attention to detail, ability to work in an ever-changing workflow environment, patience, professionalism, and compassion while handling difficult client situations. 
18. Shows flexibility and a customized approach in meeting all types of client and internal customer communication styles and personalities. 
19. Provides oversight to internal partners for client implementations including but not limited to: meetings, communications, and tests.
20. Support all Quality Management Program initiatives.
21. Generates and analyzes client reporting in required timeframe.
22. Monitors and ensures project deadlines and schedules are met.
23. Assists in coordinating resolution of situations with clients as outlined in policies and procedures.
24. Oversees and coordinates training and development of the Client Service team.
25. Sets the standard for team behavior by acting as a role model and mentor. 
26. Establishes responsible deadlines and personnel work plans; manages time effectively.
27. Liaison for internal business partners for escalated items.  
28. Conducts client training and educations or other services available, when required.

TRAINING & EDUCATION 

• Associate Degree in Pharmacy Technician; or bachelor’s degree in Business or Healthcare related field; or equivalent work experience.

LICENSURE / CERTIFICATION

Not Applicable. 

PROFESSIONAL EXPERIENCE

• Experience in the health insurance industry or PBM is desired. 
• At least 3 years’ experience in a PBM/Health Plan Environment (preferred but not necessary).
• + 1-year supervision experience.

PROFESSIONAL COMPETENCIES

Knowledge:

• A thorough understanding of the managed care industry from the perspective of a PBM as well as providers of care. 
• Knowledge of the purposes, organization and policies of the community’s health care delivery, pharmacy regulations/regulatory agencies and the Commonwealth of Puerto Rico health care delivery and pharmacy regulations/regulatory agencies is preferred. 
• Knowledge of Microsoft applications
• Fully bilingual English and Spanish.  

Skills:

• Must be detail oriented and highly organized.
• Manage multiple priorities and work independently or in a team in a fast paced environment.
• Proficiency in Microsoft Office.
• Possess a high degree of initiative, judgment, discretion and decision-making to achieve organizational objectives.

• Effective and Strong verbal, written and presentation communication skills.
• Demonstrate ability to develop strong working relationships. 
• Customer focus and ability to meet client expectations. 

Abilities:

• Ability to engender a team spirit at all levels of the organization.
• Ability to organize and integrate organizational priorities and deadlines.
• Ability to work independently or part of a team. 
• Demonstrate ability to establish and maintain quality control standards.
• Ability to develop and maintain productive relationships with other internal departments, PharmPix clients and other health care professionals. 
• Ability to manage people and provide team leadership.
• Establishes harmonious working relationship with team members.

PHYSICAL AND MENTAL DEMANDS

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear, sitting, standing and walking.

• The position requires that weight be lifted, and force be exerted up to 25 pounds. 

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

ENVIRONMENTAL AND WORKING CONDITIONS

PharmPix is an Equal Employment Opportunity Employer Minorities / Females / Disable / Veterans